TripAdvisor Traveler Rating:

2.05Cleanliness

4.05Location

2.05Rooms

2.05Service

1.05SleepQuality

2.05Value

2.05

“won't stay here again”

Mar 16, 2014Kelly G, Boca Raton

We picked this hotel based on a few good reviews- even though there were a few bad ones. I called before we left and told them that we would have a late check-in- and that we would indeed be there for the night. I thought re-confirming the reservation would hold my room- I was traveling with my husband and 4 children. When we arrived at 11 PM- they had oversold the hotel- and had to put my 2 16 year olds in a king room on a totally separate floor- and gave us an "upgrade" to a suite. This was a room with a king bed and a very dirty nasty pull out with no linens- and I can promise you my 12 year old son was not excited to sleep on it with my 10 year old daughter. The room did not have any AC on- was very stuffy- and was down a long outside hallway- about as far away from my other 2 girls as we could get. A little scary. I called for a roll-away-- which they brought well after midnight. I'm just not sure what the point of paying in advance (which we did) to secure the kind of rooms we wanted- then calling to reconfirm- only to arrive to this situation-?? I will never stay here again. When I spoke to the manager in the morning- she took $50 off the bill- and gave us free breakfast vouchers. A little something- but nothing to make up for a sleepless night- in what should have been problem free.

Read management response to this review.

Management response from HospitalityMgr, Manager

There is certainly no excuse for the reservation challenges you experienced on your recent stay. We do try our best to meet all room requests but it can be difficult in season. But the fact that you pre-paid as well as called to confirm a late arrival your rooms should have set and ready when you arrived. Having traveled often with my children I can understand your frustration. I have personally reviewed your concerns with the Front Desk associates to ensure going forward we handle these situations differently. I do hope if you are back in this area that you will give us another opportunity to serve you, and please contact me directly to make your reservations.
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